Case Studies / How Panini Leveraged Upshot.ai to Drive Product Strategy and Increase Customer Lifetime Value

CASE STUDIES

How Panini Leveraged Upshot.ai to Drive Product Strategy and Increase Customer Lifetime Value

Panini began as an in-store company, selling their NFL, NBA and FIFA sports cards & memorabilia in physical stores such as Wal-Mart, Target, et al.With the onset of the digital revolution, they figured out that they could create digital versions of the sports cards, thus building a new line of business as well as a.

Results

20%
20% Increase In Paying Users
40%
40% Increase In ARPPU
100%
100% Improvement In Day 1 and Day 3 Retention
60%
60% Increase In FTUE Completion

Challenges

First-Time User Experience

Panini observed that only 10% of users completed the first-time user experience in their new apps for NFL, NBA, and FIFA digital sports trading cards. This was significantly lower than the 50% average for similar apps, indicating a need for improvement in user onboarding.

Revenue Growth Stagnation

Despite the initial excitement, the number of paying users and the Average Revenue Per Paying User (ARPPU) plateaued, hindering revenue growth. This challenge required strategic adjustments to boost user engagement and spending.

Digital Transition

Panini transitioned from selling physical sports cards in stores like Wal-Mart and Target to creating digital versions for a mobile-first audience. This shift aimed to build a new line of business and a following for their digital sports card products.

Testimonials

Upshot.ai has helped us to have a unified view of our customer behavior across our various apps, e-commerce and customer support. It has a very unique array of engagement actions that have allowed us to create a more personalized relationship with our customers and helped accelerate our digital revenue streams. Today, Upshot. Ai is a critical pillar of our customer experience architecture and it's one of the best technology decisions we've made.